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  • 9 hours of high-quality e-learning content
  • 7 real world examples
  • 27 end of chapter quizzes
  • Question bank of 40 questions
  • 1 simulation exam
  • Course completion certificate

Course description

  • What’s the focus of this course?

    ITIL®, owned by AXELOS Ltd, a joint venture between the Cabinet Office and Capita Plc, is a globally recognized IT service management certification. The Introduction to ITIL® Foundation course gives an overview of IT Service Management and an insight into the ITIL® Foundation certification, the entry level qualification in this field.
     
    Simplilearn’s Introduction to ITIL® Foundation course is an ideal course package for professionals who want to make their careers in IT Service Management and interested to know more about ITIL® certifications   The Introduction to ITIL® Foundation course outlines the implementation of best practices in IT Service Management and the use of IT as a tool for  business change and growth.     
     
    The Introduction to ITIL® Foundation course emphasizes on a practical approach to IT Service Management, and gives a clear picture of how the ITIL® Foundation Certification can enable adapting a common framework of IT Service Management practices to deliver value to a business.

  • Why is this certification popular?

    Currently in its third version, ITIL® is the world’s most widely-used IT service management framework and is based on global best practices in IT service management. ITIL® enables organizations to:
    • Increase productivity
    • Optimize costs
    • Improve customer experience
    • Find a common language for service management
    • Gain a competitive edge
    • Build customer trust in the organization
    ITIL® qualifications set international benchmarks of quality for IT professionals all over the world. Professionals taking up ITIL® training are encouraged to come up with new ideas and approaches to improve customer satisfaction. They learn to contribute effectively to service delivery in the organization. The value of ITIL® has increased sharply in recent years and an ITIL® certification is fast becoming an entry requirement for a majority of IT-based roles.

    According to the salary survey conducted by Global Knowledge and Penton, ITIL® Foundation certification is listed among the 15 top-paying certifications in 2014. Simplilearn’s Introduction to ITIL ® Foundation provides a window into the ITIL ® Foundation Certification.

  • Why should you do this course?

    This course helps in acquiring a general awareness of the key elements, concepts and terminology used in the ITIL lifecycle, including the links between lifecycle stages, the processes used and their contribution to service management practices.
     
    The Introduction to ITIL® Foundation course can be taken by anybody interested togain the basic knowledge, concepts, and core principles and practices of IT Service Management, and those who want to earn ITIL® qualifications.

  • What are the course objectives?

    At the end of Simplilearn’s Introduction to ITIL® Foundation training, participants will be able to:  
    • Explain the practice of IT Service Management
    • Describe all phases of ITIL Service Lifecycle
    • Define generic concepts in ITIL®  2011
    • Discuss the processes and functions in ITIL®  2011

  • What are the career benefits in-store for you?

    Introduction to ITIL® Foundation course helps you to understand the basic IT Service Management principles and practices. The next step after the Introduction to ITIL® Foundation is the ITIL® Foundation certification, which will enable you to contribute to the overall service improvement program of an organization. You will find career opportunities in IT service design and IT infrastructure management.
    • According to Indeed.com, the average salary of an ITIL® certified professional is $95,000.
    • According to knowledgewoods.com, many companies like Dell, NIIT, Fujitsu, TCS, Wipro, Tech Mahindra, CSC, Accenture, Genpact, Citibank, HCL, IBM, Deutsche Bank, Reliance, Ericsson, Fidelity Investment Services, GE Capital, Goldman Sachs, HSBC, JP Morgan, KPMG, and Mercedes-Benz prefer IT Service Delivery and Support staff with ITIL® certification.

  • Who should take this course?

    Operations managers, service delivery professionals, quality analysts, and production support engineers will find the course ideal. However, the Introduction to ITILwho is new to the industry or who requires a basic understanding of the ITIL framework .

Course preview

    • 0.1 - Overview of ITIL 2011 07:06
      • 1 Overview of ITIL 2011 00:17
      • 2 Course Objectives 00:30
      • 3 ITIL - Introduction 01:28
      • 4 Overview of ITIL 01:15
      • 5 Course Agenda 00:38
      • 6 ITIL 2011 Qualification Scheme 02:46
      • 7 Conclusion 00:12
    • 1.1 - Introduction to service management 19:30
      • 1 Introduction to Service Management Lifecycle 00:26
      • 2 Principles of IT Service Management 00:13
      • 3 Objectives 00:24
      • 4 IT Service Management - Best Practices 00:59
      • 5 Public and Proprietary Practices 01:24
      • 6 Service - Introduction 01:20
      • 7 Challenges in Service Management 01:00
      • 8 Benefits of IT Service Management 00:26
      • 9 Stakeholders in Service Management 01:22
      • 10 Internal and External Customers 00:58
      • 11 Internal and External Services 00:43
      • 12 Process and its Characteristics 00:49
      • 13 Functions Related to Service Management 00:24
      • 14 Function Related to Service Management (contd.) 01:50
      • 15 Roles in Service Management 01:14
      • 16 Service Owner - Responsibilities 00:25
      • 17 Process Owner - Responsibilities 01:25
      • 18 RACI Model 01:01
      • 19 RACI Model (contd.) 00:26
      • 20 Types of Service Providers 01:27
      • 21 Supplier and Contracts 00:35
      • 22 Summary 00:39
    • 1.2 - Service management lifecycle 03:35
      • 1 Lesson 2 - The Service Lifecycle 00:10
      • 2 Objective 00:14
      • 3 Service Management Lifecycle Components 02:30
      • 4 Summary 00:41
    • 1.3 - Quiz 00:12
      • 1 Quiz      
      • 2 Thank you  00:12
    • 2.1 - Introduction to Service Strategy 05:21
      • 1 Introduction to Service Strategy 00:20
      • 2 Lesson 1-Introduction to Service Strategy 00:16
      • 3 Objectives  00:19
      • 4 Service Strategy-Overview 02:07
      • 5 Types of Services 01:09
      • 6 Types of Services-Example 00:34
      • 7 Service Strategy-Customers and Users 00:16
      • 8 Summary 00:20
    • 2.2 - Service Strategy Concepts 13:14
      • 1 Service Strategy Concepts 00:14
      • 2 Objectives   00:20
      • 3 Service Utility and Warranty 01:35
      • 4 Service Utility and Warranty (contd.) 01:23
      • 5 Service Assets 00:59
      • 6 Service Assets - Examples 00:10
      • 7 Value Creation 00:57
      • 8 Factors Influencing Customer Perception of Value 00:21
      • 9 Business Outcomes 01:26
      • 10 Service Packages 00:38
      • 11 Business Case and Its Uses 00:49
      • 12 Risk 01:11
      • 13 Service Management Technology and Automation 00:40
      • 14 Automation Benefits 00:44
      • 15 Service Management Tools 01:13
      • 16 Summary 00:34
    • 2.3 - Service Strategy Processes 14:37
      • 1 Lesson 3 - Service Strategy Processes 00:08
      • 2 Objectives    00:26
      • 3 Demand Management - Overview 01:18
      • 4 Patterns of Business Activity and User Profile 00:36
      • 5 Service Portfolio Management - Overview 02:02
      • 6 Service Portfolio - Components 02:13
      • 7 Financial Management - Overview 02:03
      • 8 Financial Management - Activities 01:04
      • 9 Financial Management - Benefits 00:39
      • 10 Business Relationship Management - Overview 02:04
      • 11 BRM - External and Internal Service Providers 00:53
      • 12 Business Relationship Manager - Responsibilities 00:33
      • 13 Summary 00:38
    • 2.4 - Quiz 00:12
      • 1 Quiz     
      • 2 Thank You   00:12
    • 3.1 - Introduction to service design 04:32
      • 1 Service Design 00:24
      • 2 Introduction to Service Design 00:10
      • 3 Objectives     00:16
      • 4 Service Design Overview 01:51
      • 5 Roles in Service Design Phase Process Manager 00:46
      • 6 Roles in Service Design Phase Process Practitioner 00:26
      • 7 Summary 00:39
    • 3.2 - Key concepts in service design 03:06
      • 1 Key Concepts in Service Design 00:13
      • 2 Objectives      00:15
      • 3 4 Ps of Service Design 01:20
      • 4 Service Design Package 00:52
      • 5 Summary 00:26
    • 3.3 - Service design processes 22:14
      • 1 Service Design Processes 00:08
      • 2 Objectives       00:37
      • 3 Service Catalogue Management - Overview 01:14
      • 4 Service Catalogue Manager - Responsibilities 00:35
      • 5 Service Level Management - Overview 01:26
      • 6 Service Level Management - Key Terms 00:39
      • 7 Supplier Management - Overview 01:05
      • 8 Supplier Management and Service Level Management 00:39
      • 9 Supplier Categorisation 00:58
      • 10 Supplier Manager 00:33
      • 11 Capacity Management - Overview 01:28
      • 12 Sub - Processes in Capacity Management 01:06
      • 13 Capacity Management - Capacity Plan 00:30
      • 14 Availability Management - Overview 01:14
      • 15 Availability Management - Key Terms 00:46
      • 16 Availability Management - Key Terms (contd.) 00:44
      • 17 Availability Management Expanded Incident Lifecycle 01:32
      • 18 Terms Related to Expanded Incident Lifecycle 01:20
      • 19 IT Service Continuity Management - Overview 01:28
      • 20 Information Security Management - Overview 01:15
      • 21 Information Security Framework 00:36
      • 22 IT Security Policy 00:45
      • 23 Design Coordination - Overview 00:52
      • 24 Summary 00:44
    • 3.4 - Quiz 00:12
      • 1 Quiz    
      • 2 Thank You    00:12
    • 4.1 - Introduction to Service Transition 06:19
      • 1 Service Transition 00:25
      • 2 Introduction to Service Transition 00:07
      • 3 Objectives        00:20
      • 4 Service Transition Overview 02:26
      • 5 Configuration Item 00:49
      • 6 Configuration Management System 01:36
      • 7 Summary 00:36
    • 4.2 - Service Transition Processes 31:18
      • 1 Lesson 2 - Service Transition Processes 00:09
      • 2 Objectives         00:44
      • 3 Transition Planning and Support - Overview 01:39
      • 4 Change Management - Overview 01:09
      • 5 Change Model 00:54
      • 6 Types of Change 00:56
      • 7 Key Terms in Service Transition 01:11
      • 8 Change Proposal 00:47
      • 9 Change Management Process - Change Flow 01:46
      • 10 Change Advisory Board 00:58
      • 11 Change Manager - Responsibilities 00:45
      • 12 7 Rs of Change Management 00:39
      • 13 Change Metrics 01:15
      • 14 Challenges in Change Management 01:09
      • 15 Service Asset and Configuration Management Overview 01:19
      • 16 Configuration Baseline and Database 01:16
      • 17 Definitive Media Library 00:38
      • 18 Secure Library and Secure Stores 00:34
      • 19 SACM - Logical Model 01:09
      • 20 Relationship between CMDB , CMS and SKMS 01:26
      • 21 Introduction to Release and Deployment Management 01:01
      • 22 Release and Deployment Management Overview 01:29
      • 23 Release Policy 01:27
      • 24 Type of Releases 00:56
      • 25 Release and Deployment Approaches 02:18
      • 26 Knowledge Management Overview 01:21
      • 27 Data Information Knowledge Wisdom 01:39
      • 28 Summary 00:44
    • 4.3 - Quiz 00:12
      • 1 Quiz   
      • 2 Thank you     00:12
    • 5.1 - Service Operation 09:58
      • 1 Service Operation 00:27
      • 2 Introduction to Service Operation 00:08
      • 3 Objectives          00:22
      • 4 Service Operation Overview 01:42
      • 5 Role of Communication 00:33
      • 6 Types of Communication 00:50
      • 7 Events 01:06
      • 8 Alerts and Incidents 01:18
      • 9 Problems and Workarounds 01:13
      • 10 Known Error and Known Error Database 01:01
      • 11 Priority 00:39
      • 12 Summary 00:39
    • 5.2 - Service Operation Processes 28:54
      • 1 Service Operation Processes 00:09
      • 2 Objectives 00:28
      • 3 Event Management - Overview 01:27
      • 4 Event Management - Process Activities 02:30
      • 5 Event Logging and Filtering 01:10
      • 6 Manage Exceptional Events 01:49
      • 7 Manage Informational and Warning Events 00:56
      • 8 Manage Informational and Warning Events (contd.) 01:06
      • 9 Incident Management - Overview 02:53
      • 10 Incident Management - Scenario 01:07
      • 11 Incident Management - Basic Concepts 01:28
      • 12 Incident Management - Process Flow 02:13
      • 13 Process Interfaces 01:55
      • 14 Problem Management - Overview 01:10
      • 15 Problem Management - Sub - Processes 01:23
      • 16 Reactive Problem Management - Process Flow 02:43
      • 17 Request Fulfilment - Overview 01:45
      • 18 Service Request 00:45
      • 19 Access Management - Overview 01:14
      • 20 Summary 00:43
    • 5.3 - Functions 13:50
      • 1 Functions 00:11
      • 2 Objectives 00:27
      • 3 Service Desk - Overview 01:41
      • 4 Local Service Desk 00:37
      • 5 Centralised Service Desk 00:36
      • 6 Virtual Service Desk 01:15
      • 7 Follow - the - sun Service Desk 01:03
      • 8 Specialised Service Desk 00:50
      • 9 Service Desk Staffing 01:48
      • 10 Service Desk Metrics 01:01
      • 11 Technical Management - Overview 01:08
      • 12 Application Management - Overview 01:01
      • 13 IT Operations Management - Overview 01:30
      • 14 Summary 00:42
    • 5.4 - Quiz 00:12
      • 1 Quiz  
      • 2 Thank you      00:12
    • 6.1 - Introduction to Continual Service Improvement 04:41
      • 1 Introduction to Continual Service Improvement 00:41
      • 2 Introduction to CSI 00:10
      • 3 Objectives 00:20
      • 4 CSI - Overview 02:55
      • 5 Summary 00:35
    • 6.2 - Key Principles and Models 07:43
      • 1 Key Principles and Models 00:11
      • 2 Objectives           00:19
      • 3 CSI Register
      • 4 Benefits of CSI Register 00:36
      • 5 CSI - Monitor and Measure 00:55
      • 6 Types of Metrics 01:19
      • 7 CSI - Measurement and Metrics 00:24
      • 8 CSF and KPI - Examples 00:15
      • 9 CSI PDCA - Deming Cycle 00:48
      • 10 Seven - Step Improvement Process - Overview 00:49
      • 11 Seven - Step Improvement Process , DIKW Structure and PDCA 01:32
      • 12 Summary 00:35
    • 6.3 - Quiz 00:09
      • 1 Quiz 
      • 2 Thank you      00:09
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Exam & certification

  • What qualifications do you need?

    There are no prerequisites for the Introduction to ITIL® Foundation course.

FAQs

  • How will I get my course completion certificate from Simplilearn?

    Yes, we offer course completion certificate after you successfully complete the training program with the following criteria:

    • Complete 85% of the course.

  • What other types of ITIL® Certifications are available on Simplilearn?

    The other ITIL® certifications available on Simplilearn are:

    • ITIL® FoundationTraining,
    • ITIL Intermediate Training, and
    • ITIL Expert Training.

  • What payment options are available?

    You can enroll for this Online training online. Payments can be made using any of the following options and receipt of the same will be issued to the candidate automatically via email.
    1. Visa debit/credit card
    2. American express and Diners club card
    3. Master Card, or
    4. Through PayPal

  • What will I get along with this training?

    You will have access to the online e-learning and practice tests along with the training.

  • Can I cancel my enrollment? Will I get a refund?

    Yes, you can cancel your enrollment. We provide you complete refund after deducting the administration fee. To know more please go through our Refund Policy.

  • Where and how can I access the e-learning content? Are there any limitations?

    Once you register with us for a course by paying the course fee, you can have 24/7 access to the e-learning content on our website. An automated course purchase confirmation mail from our side will guide you through the process.

  • I am not able to access the online course. Whom should I contact for a solution?

    Please raise a request via our Help and Support portal to have your issue resolved.

  • Do you provide money back guarantee for the training programs?

    Yes. We do offer a money-back guarantee for many of our training programs. You can refer to the Refund Policy and raise refund requests via our Help and Support portal.

  • I’d like to learn more about this training program. Who should I contact?

    Contact us using the form on the right of any page on the Simplilearn website, or select the Live Chat link. Our customer service representatives will be able to give you more details.

Contact Us

+1-844-532-7688

(Toll Free)

  • Disclaimer
  • PMP, PMI, PMBOK, CAPM, PgMP, PfMP, ACP, PBA, RMP, SP, and OPM3 are registered marks of the Project Management Institute, Inc.
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